Making a difference in our communities

We are passionate about our purpose to make a positive difference in the communities we serve. In changing times, we are even more committed to this vision, and we want to work with the strengths and aspirations of our communities to help realise their potential.

Our customers’ experiences inform how we invest in our communities and listening to their views ensures that what we do benefits our neighbourhoods. 

So we can continue this work, we’d like you to share your thoughts and experiences. 

  • What are your community’s greatest strengths? 

  • What are your community’s aspirations – the things your neighbours really want from their local area? 

  • What is the most important role Onward can play in helping communities to fulfil their aspirations? 

  • How has Onward made a positive difference in your community? Tell us some examples.

Let us know in the comments below.

* If you have an outstanding repair or case of ASB, please let us know in the Live Chat, contact us at or call us on 0300 555 0600 so we can log it appropriately and resolve it quickly. This forum is not routinely monitored for repairs reports.

Comment on this topic


  1. Would it be possible if there’s a program that could do raised beds boxes we are 3 Bungalows and it’s hard to keep tidy and we love our gardens .I know it’s asking a lot but if I don’t ask don’t know ..Keep up the fantastic work Onward do for our community ….

    1. Hi there – thank you for your comment. Outside space has become very important to us all this year, and we know that we can do much more to support customers enjoy their gardens and communal areas. Following a thorough review, we have launched a new grounds maintenance service which you will see the real benefits of in April. We will share more information about this soon, so please stay tuned. All the best, Emily

  2. I am 70% owner of my bungalow with 30% owned by Onward. I would like to know how you contribute ( you don’t by the way) in maintaining OUR property but you will gladly take 30% of its value should I sell this property.

    1. Hi Stephen – thank you for your comment. I have forwarded your query onto our Leasehold team who will aim to be in touch with you shortly. If you would like to follow up on this, please contact us on 0300 555 0600. All the best, Emily

  3. It would be great if spare land could be used to create a community garden where we can grow veg for the community. A lot of elderly people live alone round here, so it would be great to get them out, meeting new friends and growing veg for the community.

    1. Hi Dean – thanks for commenting. This sounds like a great idea. We’ve supported similar community initiatives in the past through the Onward Community Fund and by working with partner organisations. I will pass your comment onto our Social Investment team who can advise on next steps. All the best, Emily

    1. Hi there – thanks for taking time to comment. I think we’ve all realised the importance of community during coronavirus, and having somewhere to come together is crucial. Let me know which neighbourhood you live in and I will pass your comments on to the relevant teams. All the best, Emily

  4. Contour neglected its promises on estate maintenance and its repair/upgrading contracting and work quality was very substandard, massive improvement this last month and I’m excited at hopefully getting right to buy option soon.

    1. Hi Danny – thanks for your comment. It’s great to hear that you’ve noticed an improvement in our services. We launched a new environmental services and grounds maintenance service in January, and we expect customers will notice a big difference in April when growing season begins and operatives are more visible on-site. On your Right to Buy options, we take part in the Government Right to Buy scheme which determines eligibility. For more information, please visit or get in touch with us at A colleague will be happy to discuss your options with you further. All the best, Emily

  5. Could you let me know if I am able to buy my home ? Would it be at a reduced market value . I have been in my house for around 6 years and have no arrears , also how could I find it
    Many thanks

    1. Hi there – thanks for your comment. As your housing association, we take part in the Right to Buy and Right to Acquire schemes introduced by the Government. Eligibility for these schemes is determined by criteria set out by the Government. If you would like more information on this, please visit or get in touch with us at A colleague will be happy to take a look at your case and discuss your options with you further. All the best, Emily

  6. Hi
    The repair service we receive from Fortem is Abysmal. We should be able to have more input, as we the Tenants pay service charges to cover these costs. Complaining to the Customer Service Team has no impact at all.

    1. Hi Gill – thanks for commenting, and sorry to hear that you are unhappy with your repairs service. We have recently established a Resolutions team which is dedicated to dealing with issues such as yours and resolving them quickly. If you would like to speak with them, please contact or call 0300 555 0600 for more information.

      At Onward, we’ve been working tirelessly with customers on improving our services and making meaningful change. Most recently, our Regional Scrutiny Boards (RSBs) have investigated our repairs service and collaborated with our contractors to identify areas for improvement and make recommendations.

      If you would like to get involved in providing feedback on the repairs service and suggesting areas for improvement and development, please take a look at our Events page. Throughout March, we are hosting online events to speak directly with customers. All the best, Emily

  7. Hi
    I would like to know if we could have off road parking bays, we have a lot of garden at the front and it would take cars off the road as it gets quite busy especially at school time I’m always concerned a child will walk out behind a car park and get knocked down

    1. Hi Joanne – thanks for raising your concern. I will pass your comment on to the relevant teams for review. All the best, Emily

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